LaKeshia Walker
Montgomery,AL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Technical Support Representative
VXI Global
Remote
04.2025 - Current
- Diagnosed software and hardware problems using troubleshooting tools to enhance user experience.
- Provided technical assistance via phone resolving customer issues efficiently.
- Resolved complex technical issues using troubleshooting tools and knowledge base resources.
- Documented customer interactions in detail within the case management system
- Delivered customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Responded to customer inquiries and provided technical assistance over phone.
Customer Service Representative
Alorica
Remote
05.2023 - 07.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
TRC Staffing
Remote
07.2022 - 07.2024
- Assisted customers with billing injuries
- Placed customers on payment plans to maintain electrical/gas service
- Started/stopped electrical and gas service for residents
- Responded to customer requests for products, services, and company information
Technical Support Representative
Kelly Connect
Remote
05.2023 - 11.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Customer Service Representative
Bank of America
Remote
10.2018 - 05.2021
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Resolved customer complaints, restoring confidence in bank services and retaining valuable clients.
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
Office Manager
CottonHouse
Selma, AL
03.2014 - 10.2018
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
Office Manager/Lab Technician
Dr. Rao
Selma, AL
02.2011 - 12.2014
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Maintained documentation on tests performed in lab.
- Maintained a safe and organized laboratory environment, adhering to strict safety protocols.
- Maintained safe, tidy and organized laboratory environment for accurate test results.
- Conducted routine quality control checks to ensure accurate test results and maintain laboratory standards.
- Inspected laboratory equipment to maintain good working condition for optimal results.
- Managed inventory of laboratory supplies, reducing waste and optimizing resource allocation.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Provided exceptional customer service to patients and healthcare providers, fostering strong working relationships.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
Education
High School Diploma -
Selma High School
Selma, AL05-2006
Skills
- Excellent Customer Service
- Oral & Written Communication
- Muliti-tasking Abilities
- Inbound & Outbound Calls
- Technical Support
- Data Entry & 10-Key Proficiency
- Active Listening Skills
- Microsoft Office Expertise
- Time Management & Organization
- Work Task Prioritization
- Complex Problem-Solving Abilities
Timeline
Technical Support Representative
VXI Global
04.2025 - Current
Customer Service Representative
Alorica
05.2023 - 07.2024
Technical Support Representative
Kelly Connect
05.2023 - 11.2023
Customer Service Representative
TRC Staffing
07.2022 - 07.2024
Customer Service Representative
Bank of America
10.2018 - 05.2021
Office Manager
CottonHouse
03.2014 - 10.2018
Office Manager/Lab Technician
Dr. Rao
02.2011 - 12.2014
High School Diploma -
Selma High School